Telecommunications Engineer

Freedom Financial Network
Tempe, AZ
Jun 22, 2017
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Job Description


The Telecommunications Engineer will work within the team to maintain both Voice and CTI systems within our Interactive intelligence call center platform.

This role requires the ability to work in-office and to troubleshoot and resolve issues associated with voice-related systems in both local and remote locations.

What you'll be doing:

• Support day to day Voice operations and maintenance schedules
• Monitor performance, capacity, and availability of the enterprise VoIP network
• Maintain operational configurations of all in-place voice solutions as per the established baselines and standards for all FFN locations
• Maintain awareness of and familiarity with trends and new developments in technologies used in, or appropriate for call center and business use
• Monitor and respond to issues relating to telephony equipment, Telco Data services and NOC/Helpdesk alarm monitoring with on call rotations
• Provide technical expertise and advice on tasks related to infrastructure projects, with regards to business continuity and disaster recovery
• Develop, study and analyze user requirements, costs vs. benefit and identify alternate system approaches, develop recommendations, prepare reports and present recommendations
• Code, test, develop and document complex call routing and ACD Call flows; enhance existing flows to ensure production systems continue to meet business objectives
• Responding to ticket system requests for MAC work and Business user requests
• Assist with new technology rollouts, development and testing
• Support of existing infrastructure and systems, provide end user training
• Perform Voice systems software and hardware installation and equipment relocation as required to support the business needs of the enterprise
• Recognize and identifies potential areas where existing policies and procedures require change, or where new ones require development, especially regarding future business expansion
• Provide on-call support as needed
• Other duties as assigned

Required Skills:
• A willingness to become a subject matter expert in Interactive Intelligence Technologies and to become trained and certified in Interactive Intelligence

• 3 years PBX/VoIP configuration and maintenance including call routing, call reporting, call recording, CTI integration and IVR design
• 3 years PBX/VoIP experience including adjunct CTI servers
• SIP Protocol, SIP Trunking, SIP endpoint provisioning - (Cisco, Polycom)
• Applicable knowledge of QoS and network applications ensuring reliable communications to local and remote offices
• Excellent time management skills, including ability to handle multiple tasks by prioritization and independent operations
• Strong communications, dependability and enthusiasm are essential to the Telecommunications team

Preferred/Desired Skills:
• BA or BS in a computer-related field, or equivalent Telecom experience/ certification
• 3+ years of advanced knowledge and hands-on experience with Interactive Intelligence call center platform
• Interactive Intelligence Certification
• Hands-on experience with Interactive Intelligence (ININ)
• Experience with scripting languages IP Packet capture and analysis utilities, Wireshark, etc.
• Knowledge and understanding of Session Border Controllers
• Familiar with Work Force Management procedures and workflow
• Network Admin experience
• Microsoft Active Directory Experience

Company Description
Launched in 2002 by two Stanford classmates with a vision to build a corporate culture that balances the heart and the dollar sign, Freedom has grown to over 1600 employees spanning our 4 companies. Our mission is to provide consumers with the best solutions for their debt, mortgage, and lending needs.

Tempe, AZ


Wed, 21 Jun 2017 15:27:52 PDT